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How to get Tulip Support
Learn how and where you can get support from Tulip
Note: If you are currently experiencing a critical issue that is impacting production, please submit a Support Request with the Support Priority of Critical. See Section 2 - Support Requests below for details.
Overview of Tulip Support
Need help? There are three avenues for contacting Tulip Support:
- Post your question in the Tulip Community
- Create a Support Request through your Tulip instance
- Start a Live Chat conversation via your Tulip instance
When reaching out to Tulip Support, please consider the nature and urgency of your request to choose the best avenue:
Tulip Community should serve as the first layer of support for questions. If you're experiencing an issue that involves confidential information or is urgent, you should submit a Support Request. If you're having an issue that might require extensive troubleshooting, starting a Live Chat might be most effective.
1 - Tulip Community
Tulip Community is a forum where Tulip Users (including customer, partners, and Tulipians) can post questions, interact with each other, and share interesting things they're doing with Tulip.
Utilize Tulip Community's Support & Troubleshooting page for guidance from both Tulip Team Members and other Users. Support & Troubleshooting requests are monitored just as Support Requests made through the Tulip instance are monitored.
Examples of questions best suited for Community:
- App Building - how to create certain functionalities within Tulip
- Device Compatibility - what kinds of devices will work with Tulip and how
- Requests for guidance on building Analytics
- Product features currently available and feature suggestions
How to post on Community
Navigate to Tulip Community here, or directly from your instance by clicking on the Question Mark icon > Community.
- Select the forum page that best fits your request
- Create a new Topic
2 - Support Requests
You can submit a Support Request ticket directly from your Tulip Instance.
Questions best suited for Support Requests include:
- Critical Issue affecting production (ie. requires immediate solution)
- Bug reports
- Questions that involve reviewing confidential information and thus cannot be publicly discussed in Tulip Community
How to Submit a Support Request
- Click on the Question Mark icon in the top right of your screen
- Click Support Request
Please fill in all prompted fields with as much relevant detail as possible - see bullets below. This will help us understand your request and provide the most effective support possible.
What "detail" should you include in the Description?
- Links to any specific App, connector, table, analytic etc.
- Context - are you building something for the first time? Troubleshooting an unexpected response or error?
Selecting Priority
Please choose Priority as relevant to impact on live production (or equivalent, e.g., in a lab) usage.
Reserve Critical priority requests for "Production Down" incidents only.
Note: If you're unable to submit a Support Request, you can email support directly at Support@tulip.co
3 - Live Chat
Get Live Chat assistance with Tulip Customer Support:
Questions best suited for Live Chat include:
- Edge Device troubleshooting
- App building troubleshooting
- Connector troubleshooting
How to start a Live Chat
- Click on the Question Mark icon in the top right of your screen
- Click Live Chat